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J.D. Power Studies

U.S. Water Utility Residential Customer Satisfaction Study

The water industry faces ever-increasing needs for infrastructure investments making customer support imperative. Water utility companies need to stay up to date regarding their customers’ needs and expectations. Utilities that understand their attitudes, behaviors, and preferences are better able to target performance improvement initiatives that can increase overall customer satisfaction and garner support for infrastructure improvements.

The Solution

The J.D. Power Water Utility Residential Customer Satisfaction StudySM measures satisfaction with water utility companies in four U.S. regions: Northeast, Midwest, South, and West. The study, which provides the water industry with insights into the evolving needs and demands of residential customers, includes four objectives:

Quantifying the factors that drive overall satisfaction among residential customers

Establishing the relative performance of the major water utility companies in the United States in terms of how well they satisfy their residential customers

Capturing a nationwide footprint of water utility performance by including as many utilities as possible

Providing actionable information by developing insights about the needs of water utility customers